At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.
Rolling Recruitment Apply Anytime
Responsibilities
- Responding to customer enquiries using defined procedures and protocols to deliver a consistent professional and friendly service for all our residents.
- Supporting the development of relationships with customers, other key stakeholders and interagency/community groups, thereby helping to increase awareness of the service, its value and performance.
- Utilising all the tools and platforms that are available to ensure the customer experience is positive and their enquiries are concluded.
- Gathering data and completing documents accurately & securely to ensure that records are thorough and kept up to date.
- Using data to produce reports and information for Partner Liaison meetings along with decision making.
- With guidance and support from the Team Leader, represent and ensure the delivery of any business continuity plans and procedures for the service at Partner Liaison meetings.
- Gathering accurate information needed to resolve more complex enquiries so they can be passed to specialists for conclusion.
- Processing bookings, payments & supporting with digital channels.
- Support customers to use self‑serve delivery options (e.g. online) and, where possible, resolve enquiries.
Qualifications and Experience
- Customer Service Guru – You know what it takes to deliver amazing customer service and work as an individual and a team. Protecting and caring for our most vulnerable, being an advocate for the Service and the Authority.
- People Person – You are motivated, can communicate in a helpful and positive manner supporting every customer/partner/colleague with their journey.
- Organised & Methodical – Need to deal with multiple platforms, services and prioritise tasks.
- Change Champion – Support new initiatives and the implementation of new ways of working.
- Experience of working in a multi‑channel Contact Centre.
- Continuous improvement – Actively developing your skills and working with the Customer Service Team to implement ideas to enhance the customer experience.
Benefits
- Great Team – You will be joining an award‑winning team that is passionate and takes pride in delivering services to everyone.
- Opportunity to Grow – We are committed to your development and offer plenty of opportunity to learn and grow.
- Make a difference – You will have the chance to share ideas through our customer service continuous improvement channel.
- Improving peoples lives – Providing ways for everyone in the community to reach their full potential.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.
The Council is committed to having a diverse and inclusive workforce. Applications for job‑share, part‑time and flexible working arrangements are welcomed and will be considered in line with business needs.
We are a Disability Confident Employer.
Please note that this role is subject to a Basic DBS Check.
Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.
